2 Messages
Trade-In SCAM Again
I have been a loyal XM customer for years, and this experience is completely unacceptable.
I received a trade-in offer of $350 for iPhone 15 recently, applied over two years toward an upgrade. I followed through with the offer, mailing in the old phone as instructed.
But my old phone, which was received in LEWISVILLE, TX 75067 on August 13, 2024, 7:56 pm has been nothing but a nightmare.
Despite the phone being received, the "check trade-in status" page never showed the phone as shipped, and after countless calls to customer service and hours of wasted time, I keep getting the same empty responses: "Your case has been escalated," and "You'll receive an update from our back office team." Yet, the only update I’ve received is that my trade-in has been CANCELLED.
XM has effectively stolen my iPhone SE 2 and is charging me the full retail price for an iPhone 15 that should have been discounted.
This is nothing short of fraud. If this issue isn’t resolved immediately, I will be filing formal complaints with the BBB, FTC, and my credit card company every month that I am not billed the correct amount as per the trade-in offer I was promised.
XfinityJamesC
Official Employee
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1.8K Messages
3 months ago
Greetings, @user_4gb4z6! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your trade-in, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_w9dqlw
1 Message
3 months ago
It’s helpful to be cautious before accepting the trade-in offer I'm currently considering. Thanks.
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user_z2dci5
1 Message
3 months ago
Good call not to even consider the trade-in option, as many have reported [Edited: Inflammatory] related to it in the forums.
(edited)
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Mg2143
Visitor
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5 Messages
2 months ago
The Xfinity/Assurant trade-in program is a coordinated scam in my opinion. I just traded in an iPhone 12 Pro Max that had an Apple case and invisible shield protecting it for its entire life. The phone is in pristine condition with zero scuffs, scratches, chips or cracks. I sent it in it’s original packaging with all unused accessories and Assurant rejected the trade for “LCD Damage” and shipped it back to me wrapped in bubble wrap in a generic box. They kept my original box, SIM card and unused power cord. They rejected the phone on 09/29/24 but waited 8 days until after the promotion window has ended to notify me of the rejection and ship the phone back to me. The phone is still in pristine condition with zero damage so I will sell it elsewhere (for less money because Assurant stole my original packaging and accessories). Like many others on these forums, I am now 100% convinced that the trade-in program is a complete scam designed to move product and I will now be taking the 500.00+ per month that I spend on Xfinity services to other providers.
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user_mcu6lj
1 Message
2 months ago
Did you get the issue resolved?
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user_z55flc
4 Messages
1 month ago
Hello, I am in Same boat now, do any of you got a resolution on it.? its being two month with no status update on online portal but on chat and call represenatative are saying they recived the phone and you will get credits in 2 days then week now a month they are saying.
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user_0n82lj
1 Message
1 month ago
I added a line on 11/10 and upgraded my phone. So I purchased a 14 and 15 iPhone. On 11/14 they came out with a trade in offer for $500 off with a new line. I called and asked for the credit since I just purchased the phones. I was told I would have to return the 2 new phones and redo my order in order to get the credit. It is ludicrous to have to jump through hoops for a lousy credit they are going to spread over 2 years. Doesn't help that their customer service is not in the US and don't really understand what you are saying. Going to be switching carriers.
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user_rk2qss
1 Message
5 days ago
The same thing is currently happening to me. This issue has been on going for the past 6 months. I paid a fee to USPS to have them search their archive as it has been over 120 days since the phone was delivered. I spend hours on the phone trying to get ahold of a supervisor at Xfinity Mobile and Xfinity Corporate. I have proof my phone was delivered. Corporate claims they investigated thoroughly, however, they are still claiming that my phone was never delivered. I am ready to file a lawsuit of fraud at this point. It has been an on going head ache with them.
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user_j6xfje
1 Message
5 days ago
Hello, word for word from your post I am going through this right now. Sent them my old phone for a $999 credit. Sent via shipping label sent to me by Xfinity and theyre telling me my phone went to a weonf address. The tracking number clearly shows that the device was recieved. Please let me know what/if anything that you tried woemws for you. They are refusing to put a supervisor on the phone.
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Pattty1
New Poster
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12 Messages
1 day ago
Sounds so familiar, and I am so sorry you are also suffering with this. In our case, we were offered $1,000 for our phones. 3 Months later we are still paying a monthly installment for 3 of the phones. We also received the “Your trade in is cancelled” email. I have all of the documentation showing all of our phones were received by Assurant by the deadline. Opened a ticket and was told that I need to wait 14 days for a response. Still waiting. So disappointing.
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